Identify customers automatically

Omnichannel for Customer Service offers a suite of capabilities that extend the power of Dynamics 365 Customer Service Enterprise to enable organizations to instantly connect and engage with their customers across digital messaging channels. An additional license is required to access Omnichannel for Customer Service. For more information, see the Dynamics 365 Customer Service pricing overview and Dynamics 365 Customer Service pricing plan pages.

Automatically identify the customer

You're able to assist customers better when you can identify them and have their details. You can automatically identify and load customer and case details on the Customer summary page for an incoming conversation. One of the ways is by setting up pre-chat questions in the relevant chat widgets. Customer responses can be used to search for details in the records and display the results. For an account or contact, the search will be performed on the Name, Email, or Phone Number field. For cases, the search will be performed on the Case Number field.

For every incoming conversation request that an agent receives, a notification will appear that includes contextual information for the request and customer details, if available. After the agent accepts the incoming notification, the Customer summary page opens and shows the details of the identified customer and case.

If the identified contact or account has one active case linked to it, the case will be automatically linked to the conversation. If the customer has reached out for a different case, the agent can manually change the linked case.

If more than one account, contact, or case is identified, the record won't be linked to the conversation.

For more information, see View Customer summary for an incoming engagement request.

Note

To know how to create pre-chat questions and use them in a pre-chat survey, see Configure a pre-chat survey.

Use the following question names to create pre-chat questions.

Entity Mapping Answer type
Account Question context key: Name
Attribute Logical Name: name

Question context key: Email
Attribute logical name: emailaddress1

Question context key: Phone
Attribute logical name: telephone1
Single line
Contact Question context key: Name
Attribute logical name: fullname

Question context key: Email
Attribute logical name: emailaddress1

Question context key: Phone
Attribute logical name: telephone1
Single line
Incident Question context key: CaseNumber
Attribute logical name: ticketnumber
Single line

Use the setContextProvider API method

You can automatically identify records using custom context set using the setContextProvider API apart from pre-chat answers. To programmatically set these values, see Manage custom context.

See also

Understand and create workstreams